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What is Speech Analytics & why does my business need it?
Speech analytics can drive quality and profitability, not only in the modern contact centre, but in businesses of all sizes operating customer service. It’s a widely-held belief that speech analytics are expensive and complicated to integrate, which is why adoption hasn’t been as fast as expected. But this couldn’t be further from the truth. Read our article here.
“Analyse yesterday. Remedy today. Monitor tomorrow.”
Speech analytics monitors each call made and has become synonymous with understanding the ‘voice’ of the customer, enabling contact centres to deliver improved customer experiences by studying behaviours from interactions throughout the multiple layers of the contact centre.
- Isolate excessive silences
- Reduce holds/transfers
- Identify repeat contracts
- Highlight omission from processes for compliance
- Monitor training progress
- Measure performance against targets set
The benefits of speech analytics go far beyond performance monitoring, they can help an organisation improve customer contact efficiency in a number of ways:
Speech analytics helps design better customer experience in contact centres.
Manage call loads and plan workforce requirements.
Improve first call resolution performance.
Drive quality and transparency while simplifying audits.
Reduce customer attrition and control costs.
More affordable than you would expect
Why should I work with Ultracomms for my
speech analytics solution?
Ultracomms is a trusted expert for contact centre experience design. Our team provides unrivalled consultancy and ongoing support included in your license fee to ensure your deployment is successful. We selected to partner with Call Miner speech analytics as it’s proven, so you get the best technology coupled with the best expertise when you choose Ultracomms.
Here at Ultracomms we’re in touch with what your customers think. Our latest research reveals how UK consumers feel about dealing with brands across all sectors. Stay one step ahead. Get your copy of the report here, and sign up if you would like to join the Experts’ Community and receive consumer research & industry insights first.